I added a family member but they can’t get the premium service

[New user]

The family member appears in my list (I’m the manager). however, when they log in to the app on their iPhone, they don’t have access to the Premium Family service (just the free with ads service).

[Bittencourt]

Hi there!

If the member appears on your list, they're probably logging in a different account (not the right one).

So my first suggestion is that they log out and then back in, this time double checking the right login credentials. 

To view the login details:

1. Log in to your account page.
2. Under Account, click Edit profile.

Let me know if it helps!

[moreiralet98]

My husband can not login with premium account, he already put the same address but it says that don’t macht, please add him as my member family, his account is <snip - moderator edit>, thanks in advance 

[Bittencourt]

Hi @moreiralet98, 

I'm assuming you're the plan manager, right? So, does your husband's name show on your member's list?

If not, please ask your husband to double check the address. He should enter his address (the same one you entered when you subscribed to that plan), and if it doesn’t autocomplete, enter the entire address and select 'Find'.

Using a different browser in his computer when doing so might also help.

Keep in mind that plan members can only switch plans once every 12 months.

Let me know how it goes!

[Bittencourt]

Hey @moreiralet98,

So, did you manage to solve the issue?

Let me know if you need further help!